Offer summary

Qualifications:

3+ years in Customer Success or Account Management within SaaS or tech, Proficient in tools like Totango, Pendo, or Hubspot, Strong digital communication and data analysis skills, Self-motivated and adaptable with the ability to manage competing priorities..

Key responsibilities:

Serve as the primary post-implementation contact for customers

Conduct outreach to build strong relationships and monitor account health

Collaborate with cross-functional teams to ensure smooth delivery and engagement

Identify upsell opportunities and provide regular updates on customer health.

Job description

Contract Customer Success Manager (4-Month Assignment)

As a temporary Customer Success Manager covering a leave of absence, you'll ensure SMB customers receive exceptional post-sales support and maximize value from PetDesk solutions. You’ll manage a portfolio of 500+ accounts, using tools like Totango and Pendo to monitor customer health, drive product adoption, and support retention and growth initiatives.

Tasks:

Serve as the primary post-implementation contact, resolving issues and providing proactive support

Conduct outreach via email, phone, and Zoom to build strong, consultative relationships

Monitor account health, identify risks, and escalate when needed

Collaborate with cross-functional teams to ensure smooth delivery and engagement

Identify and execute upsell opportunities

Maintain 98%+ net retention during ramp-up; 99%+ once ramped

Conduct 3–5 upsell demos/month; complete 5+ account tune-ups/month

Reduce at-risk accounts to <15% during ramp-up; <10% when fully ramped

Provide regular, data-driven updates on customer health and revenue opportunities

Qualifications

3+ years in Customer Success or Account Management within SaaS or tech

Skilled in Totango, Pendo, or Hubspot, with strong digital communication and data analysis capabilities

Experience with automation, webinars, and scalable engagement strategies

Self-motivated, adaptable, and able to manage competing priorities

Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. The company offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, Petvisor supports over 10,000 veterinary clinics and over 400 grooming facilities and serves over 20 million pet parents worldwide.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

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